Enel Energie and Enel Energie Muntenia supply companies launch the Virtual Assistant, a new digital tool that facilitates the interactions between the 3 million customers and the two suppliers, without the need for interaction with an operator. It is integrated into the existing chat on the contact page of the company’s website and, in a first phase, provides support for six types of self-care operations that meet the most frequent requests received from customers.
The Virtual Assistant currently answers questions asked in Romanian about the status or confirmation of a payment, about invoice not received, activation of the electronic bill, the way to obtain a copy of the bill, or about the zero balance of payment. Depending on the specifics of the request, a user can find out the information he/she needs in minimum three lines of dialogue, and the processing of the information takes, on average, a few seconds.
The Virtual Assistant will be developed to provide personalized information also about the registration of the index for electricity and natural gas, the customer obtaining the desired details in an extremely short time.
“The Virtual Assistant is the newest tool to contribute to improving the customer experience in the relationship with Enel Energie and Enel Energie Muntenia, as part of an accelerated digitization process that we, as suppliers, go through, in order to put the customer at the center of our activities. Using artificial intelligence and process automation, we have created a new channel of communication with our customers, to whom we can deliver useful information almost instantly, optimizing the communication between the two parties. The tool will be continuously developed as it gains experience from user interactions. The solution is complementary to MyEnel platform and the other digital tools we offer to our customers”, said Maria Anna Bertoni, Digital Solutions Romania Director.
Customers have at their disposal an entire digital interaction ecosystem, meant to accompany them throughout their experience with Enel companies. In the relationship with Enel Energie and Enel Energie Muntenia, customers have multiple digital options for receiving and paying the bill, as well as access to the online contracting functionality.